Genesys Cloud - Main

We want to make a change in our training process. Essentially, team leads will call trainees through Genesys and have a fake conversation so the agent gets a feel for talking to a customer and using Genesys. The problem we've run into is that if you call a user directly (selecting their name from the dropdown list when placing a call), then the call is not treated as an ACD call so your experience as a trainee will be different than in a live environment - you don't have all the same options, and you don't have to select a wrap-up code or anything like that.

I thought about building a queue specifically for training purposes, but the problem there is that if I call the training queue, I could end up talking to agent A or agent B when I'm trying to reach agent C specifically.

Is there a workaround for this?

You should check out this new Beta for Direct Routing. I think this will help you with your request. You should be able to define a number of the agent, then go through the queue but get to your training agent. 

https://community.genesys.com/discussion/upcoming-beta-direct-routing#bmf6d44e43-57ae-455e-a0d1-01882ab5848f

We want to make a change in our training process. Essentially, team leads will call trainees through Genesys and have a fake conversation so the agent gets a feel for talking to a customer and using Genesys. The problem we've run into is that if you call a user directly (selecting their name from the dropdown list when placing a call), then the call is not treated as an ACD call so your experience as a trainee will be different than in a live environment - you don't have all the same options, and you don't have to select a wrap-up code or anything like that.

I thought about building a queue specifically for training purposes, but the problem there is that if I call the training queue, I could end up talking to agent A or agent B when I'm trying to reach agent C specifically.

Is there a workaround for this?